Osuma.dk Reviews 649

Summary
I needed to exchange 30 of a diffrent type of coconut milk to the one I ordered on the website.
Their system to manage deliveries is quit rigid so I had to go back and forth with the support 5 times (3 calls and 2 emails where one was unnecessary) and it is not resolved. They want me to have another call to explain how I need to make another order and they will refund the other food later.

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I wanted to try Osuma because they had coconut milk I like that everywhere else was sold out. I therefor ordered 30 coconut so the shipping price pre can wold not be too high.

I then receive 30 coconut milk of a completely different kind. After calling them they say they need to talk to the drivers first before they can say if they can take it return to get the right type.

I get a call 5 minitus later and miss it and call 7 minutes later to then wait in the line. When I then get through they say I need to talk to the person that I talked with first and they could tell that person to call them me back.

After that call I see that I got an email where they say that I can get the exchange I just need to tell when I want it delivered and I answer that. 2 hours later I get a call where she ask the same as in the email and I tell her that I already replied. But we get it sorted out

Then the following day I see that later the previous she says that she cannot anyways do the exchange to the right coconut milk because the once I have is more expensive. So I will have to go and buy the same coconut milk on their website with a coupon code to cover the transport and then when I give them when they get the other box return they will then send me the money from that one.

I have tried to be as descriptive of what happened. So make your own conclusion and my conclusion is that they have a very rigid system that is not build to make it easy for their customers.

When half of my order (value-wise) could not be delivered, Osuma sent me a text-message, in the afternoon the day before delivery, saying that there was a missing item.
I call Osuma the next day upon delivery and ask when the missing item will be delivered. Osuma tell me it will not be delivered and it will be refunded.
I tell them that this is unacceptable and they should have told me just that in the text-message, then I would have cancelled my whole order.

Now I want to return all and get a full refund and they tell me this is not possible since my order has been delivered, the delivered items are food and that the government changed some taxes on the missing item. All of this really isn't my concern, since I just want to exercise my right as consumer to cancel my delivery when I was clearly misled by this business.

This is really unacceptable and will be reported to the danish institute of Consumer Complaints.

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Thank you for the response. What is misleading is not that the item was sold out.

You informed me that my item was missing while packing. "dine varer er nu pakket... Der er følgende ændring: xxx - mangler. venlig hilsen ...".

You should have informed me properly. If I knew that you would just refund part of my order, then I would have cancelled the full order.

This is what is misleading. I told this to the supporter that clearly didn't care nor think it's a problem from your side.

Really bad experience.

Very bad service. Delivery not on time. No updates and no one is picking up my calls.

Osuma.dk is very professional and deliver on time as promised. Five stars from here.